Our Mission Statement
To maintain our position at the forefront of primary care and to offer the patients the highest standard of healthcare and advice within the resources available to the Practice. We are committed to ensuring that all practice staff and Doctors are trained to the highest level and to provide an efficient and caring service to the patients.
You and Your General Practice – Glenroyd Medical Patient Charter
This guide helps you understand what to expect from Glenroyd Medical and how you can get the best from our team. It reflects national standards and incorporates Glenroyd-specific procedures where applicable.
When and how can you contact your general practice?
Glenroyd Medical is open Monday to Friday, 8:00am to 6:30pm.
You can contact us in several ways:
- Online via our website or the NHS App
- By phone — call our main line and select:
- Option 2 to use the PATCHS Telephone Assistant, which allows you to submit a request without speaking to reception (Coming soon)
- Option 3 to speak to a receptionist
- In person — visit the practice during opening hours
Regardless of how you contact us, your request will be processed through PATCHS, our total triage system. This ensures that all requests — whether clinical or administrative — are assessed promptly and consistently.
If you are digitally excluded or need help submitting a request, our reception team can assist you or transfer your call to the PATCHS Telephone Assistant. (Coming soon)
What if the practice is closed?
If you need urgent help for your physical or mental health when we’re closed and you cannot wait until we reopen:
- Go online and visit 111.nhs.uk
- Call 111
For emergencies, call 999 or go to A&E (Accident and Emergency).
What happens when you contact us to request an appointment?
At Glenroyd Medical, we use PATCHS as our total triage system. This means that every request, whether made online, by phone, or in person, is processed through PATCHS to ensure safe, fair, and timely care.
When you contact us, we will:
- Ask for basic information about your issue (either directly or via PATCHS)
- Assess your clinical need
- Tell you within one working day what will happen next
This may include:
- A same-day or future appointment
- A phone call or message from a clinician
- Advice or signposting to another NHS service (e.g. pharmacy, walk-in centre, NHS 111)
We will not ask you to “just call back tomorrow.” This is part of our commitment to the NHS Patient Charter and is embedded in our practice Standard Operating Procedures.
If you submit a request after 2:00pm, please note:
- Our urgent service finishes at 2:00pm (or earlier if capacity is reached)
- Requests submitted after this time should be routine only
- If your issue is deemed urgent, our clinical team will signpost you to appropriate services such as NHS 111, the walk-in centre, or urgent care
Who might help you?
At Glenroyd Medical, your request will be reviewed by our clinical triage team using PATCHS. Depending on your needs, you may be contacted or seen by:
- A GP
- An Advanced Clinical Practitioner
- A Practice Nurse
- A Clinical Pharmacist
- A Healthcare Assistant
- Or another member of our multidisciplinary team
You can request a specific clinician, and we’ll do our best to accommodate this — though it may mean waiting longer for an appointment.
Our team works collaboratively to ensure you receive the most appropriate care, as quickly and safely as possible.
From what age can you see a GP on your own?
At Glenroyd Medical:
- If you are 16 or older, you can attend appointments independently.
- If you are under 16, you may still request to see a GP alone. The clinician will assess whether this is appropriate based on your individual circumstances.
We respect your privacy and autonomy, and we aim to provide care that is safe, supportive, and age-appropriate.
What if you need extra help?
At Glenroyd Medical, we are committed to making our services accessible to everyone. If you need additional support, please let us know. We can offer:
- Interpreter services for non-English speakers
- Longer appointments if you need more time
- Quiet spaces for those with sensory needs
- Wheelchair access and step-free entry
- Information in alternative formats, such as large print or easy-read documents
If you are unable to use digital services, our reception team can assist you in submitting a PATCHS request over the phone or in person.
We aim to provide care that is inclusive, respectful, and tailored to your needs.
How do you choose a general practice?
You can register with any GP practice that covers your local area. To find a practice:
- Visit the NHS Find a GP tool
- Call or visit the practice directly
- Ask for help from NHS 111 or your local pharmacy
At Glenroyd Medical, we welcome new patients and aim to make registration simple and accessible. You can register online or in person, and our team is happy to help if you need support.
Do you need ID or proof of address?
No. You do not need to provide ID, an NHS number, or proof of address to register with Glenroyd Medical or to access GP services.
We welcome all patients, including those who may be:
- Experiencing homelessness
- Seeking asylum
- New to the UK
- Without fixed documentation
If you do have ID or proof of address, it can help us match your NHS records more quickly — but it is not required.
Can a practice say no to registering you?
In most cases, Glenroyd Medical will accept your registration. However, a practice may refuse to register you only for valid reasons, such as:
- You live outside the practice’s catchment area
- The practice is not accepting new patients due to capacity
If we are unable to register you, we will:
- Explain the reason clearly
- Offer guidance on how to find another local practice
We are committed to fair and transparent registration processes.
Can you choose which hospital or clinic you are referred to?
Yes. In most cases, if you need a referral to a specialist or hospital, you have the right to choose where to go.
At Glenroyd Medical, we will:
- Discuss your options with you
- Help you make an informed choice
- Provide information about waiting times and locations where available
You can also use the NHS e-Referral Service to manage your referral online.
If you are new to the UK
You can register with Glenroyd Medical regardless of your immigration status. NHS GP services are free of charge, and you do not need:
- Proof of address
- Identification documents
- An NHS number
We welcome all patients and will support you in accessing care. If you need help registering or understanding how NHS services work, our reception team is here to assist you.
If you are away from home but still in the UK
If you’re temporarily staying in the area — for example, visiting family, studying, or working — you can register with Glenroyd Medical as a temporary patient for up to 3 months.
This allows you to:
- Access GP services while you’re away from your usual practice
- Receive prescriptions and medical advice
- Change your nominated pharmacy if needed
To register temporarily, simply contact our reception team or visit the practice. We’ll guide you through the process and ensure you get the care you need.
Do general practices charge for anything?
Most services at Glenroyd Medical are free of charge as part of the NHS.
However, some non-NHS services may incur a fee. These include:
- Insurance reports
- Medical certificates
- Travel vaccination forms
- Private letters (e.g. for housing or employment)
- Certain occupational health requests
If a fee applies, we will:
- Inform you in advance
- Provide a clear breakdown of costs
- Offer a receipt upon payment
You can find a full list of chargeable services and fees on our website or by asking at reception.
How should everyone be treated?
At Glenroyd Medical, we are committed to creating a safe, respectful, and inclusive environment for everyone.
We will treat you:
- Fairly — without discrimination
- Kindly — with compassion and understanding
- Respectfully — valuing your dignity and privacy
We ask that you treat our staff with the same respect. Abuse, aggression, or discrimination towards staff or other patients will not be tolerated.
Together, we can maintain a positive and supportive practice community.
How can you help your general practice?
We want to provide the best possible care for all our patients. You can help us by:
- Being prepared: Write down your symptoms and concerns before your appointment.
- Being on time: Arriving late can affect other patients and delay care.
- Cancelling if needed: Let us know as early as possible so we can offer your slot to someone else.
- Using the NHS App: Access PATCHS, view upcoming appointments, view your GP record, order repeat prescriptions, view test results, and more.
- Submitting PATCHS requests yourself: This helps us receive accurate and detailed information directly from you, allowing our clinical team to triage your case safely and efficiently.
- Turning on notifications: So we can contact you quickly and efficiently.
- Ordering repeat medicines on time: Only request what you need.
- Joining our Patient Participation Group (PPG): Help shape the future of Glenroyd Medical. Learn more on our website
Your support helps us run smoothly and ensures everyone receives timely, safe, and effective care.
How can you give feedback or raise concerns?
At Glenroyd Medical, we welcome feedback from our patients — whether it’s a compliment, suggestion, or concern. Your input helps us improve the care and services we provide.
You can give feedback or raise concerns by:
- Speaking directly to a member of our Team
- Contacting our Practice Manager for formal complaints or service issues
- Using the NHS website to leave a review
- Reaching out to the Integrated Care Board (ICB) if your concern cannot be resolved locally
All feedback is treated confidentially and in line with NHS complaints procedures.
